Home Assessing Technical Trainer

Auto & General; Moreton Bay; On-site; AUD 107,000 - 133,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

ME day

Parental leave

Additional leave

Job summary

Auto & General is hiring two Home Assessing Technical Trainers for North Lakes (QLD) and Sunshine (VIC). The role focuses on onboarding, ongoing technical training and knowledge management to drive high performance with integrity in Home Claims & Assessing.

Key objectives include training program improvements, knowledge management, and improved onboarding, engagement and complaint handling compliance. The role supports supplier onboarding and change programs across locations.

Qualifications

• Minimum 1-year experience in Home Insurance in an Assessing, Assessing Team Leader or equivalent role.
• Minimum 1 year experience in a Training or coaching equivalent role.
• Experience overseeing quality building work with focus on customer satisfaction.
• Solid knowledge of insurance legislation and procedures.
• Excellent coaching skills using Coaching Conversations methodology.
• Identify opportunities for improvement in consultant performance.
• Strong interpersonal, verbal and written communication; adaptable to varying situations and skill levels.
• Excellent Customer Service skills per Customer Connections methodology.
• Ability to multi-task and prioritise in a fast-paced environment.
• Ability to identify opportunities for process improvement and recommend change.
• Ability to adapt to constant change.

Responsibilities

• Provide coaching and technical knowledge training to Home Claims Consultants, Leaders, Assessors and Suppliers.
• Maintain advanced knowledge of processes, systems, products and brands; identify trends and gaps and provide feedback.
• Develop and provide trend data to Leadership.
• Support Learning and Development to improve onboarding of new employees to Home Claims & Assessing.
• Maintain ongoing content management of learning material and knowledge management.
• Design and implement a technical training model to improve capability and productivity.
• Identify opportunities to improve processes and customer experience aligned with goals.
• Model the A&G values in dealings with customers, team members and stakeholders.
• Identify opportunities for system, process, product, sales or service improvements for leadership.

Skills

Home Insurance

Training

Coaching

Quality assurance

Customer service

Communication skills

Adaptability

Job description

$107,000 - $133,000 including super + bonus

The role

We currently have two exciting opportunities for a Home Assessing Technical Trainer to join our Assessing teams. One based at our North Lakes office in Queensland, and one based at our Sunshine office in Victoria.

The purpose of this role is to improve processes and performance through coaching activities and process refinement to create a culture of high performance with high integrity within Home Claims & Assessing.

The Home Assessing Technical Trainer will be an integral part of the onboarding of team members, ongoing technical training and maintaining of knowledge management.

Key objectives of the role include but not limited to:

• Improving Home Building & Assessing expertise through improved training programs.
• Driving improved process efficiencies by maintaining the knowledge management for Home Building & Assessing.
• Continuous improvement of the learning material for Home Building & Assessing to assist the onboarding and transition of new team members.
• Improving attrition and staff engagement by increasing Home Building & Assessing knowledge.
• Continuous improvement of Complaint handling and performance.
• Ensure compliance and business risk policies are both adhered to and challenged to meet the commercial, legislative, and business environments.
• Supporting the Repair Relationship Co-Ordinator’s with supplier onboarding and upskilling.
• Ensuring the change program is executed and embedded.

What you’ll be doing

• Provide coaching and technical knowledge training and support to Home Claims Consultants, Leaders, Assessors and Suppliers.
• Maintain advanced knowledge of company processes, systems, products, and brandsIdentify technical trends and knowledge gaps and deliver feedback and coaching.
• Develop and provide trend data to the Leadership Team.
• Support the Learning and Development team to improve the onboarding of new employees to Home Claims & Assessing.
• Accountable for the ongoing content management of the learning material and knowledge management for Home Claims.
• Designing and implementing a technical training model for Home Claims & Assessing to improve capability and productivity of the team.
• Continually seek opportunities to improve and optimize processes, personal development and enhance customer experience that aligns with strategic goals.
• To role model the A & G values in all dealings with all customers, team members and stakeholders.
• Identify and make recommendations to the Team Leader regarding opportunities identified for system, process, product, sales, or service improvements.
• Identifying continuous improvement opportunities off the back of root cause of complaints and systemic issues.
• Ensure compliance and business risk policies are both adhered to and challenged to meet the commercial, legislative, and business environments.
• Ensuring that any changes are executed and embedded through a Change Program framework.

What experience you’ll bring

• Minimum 1-year experience in Home Insurance in an Assessing, Assessing Team Leader or equivalent role.
• Minimum 1 year experience in a Training or coaching equivalent role.
• Demonstrated experience in overseeing quality building work, with a focus on enhancing customer satisfaction.
• Solid working knowledge of insurance legislation and procedures.
• Excellent coaching skills preferably utilising Coaching Conversations methodology.
• Ability to identify and document opportunities for improvement in consultant performance.
• Excellent interpersonal skills, as well as verbal and written communication skills with ability to adapt to differing situations and skill levels.
• Excellent Customer Service skills in line with Customer Connections methodology.
• Ability to multi-task and prioritise workload in a fast paced, high-pressure environment.
• Ability to identify opportunities for process improvement and make recommendations for change.
• Ability to adapt to constant change.

The benefits of working at A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.